Lead Service Designer (Housing)

Lead Service Designer (Housing)

£55,000 - £70,000 per annum

Long Stratton, Norwich, Norfolk

Permanent, Full Time

Our client has a new opportunity for a Lead Service Designer to join their Change Team. This role is responsible for identifying how they can improve tenant experience, reduce cost of delivery, and improve outcomes through re-design of user experience, business processes, and better collaboration across systems.

Key responsibilities include:

• Work across multiple projects to design the end-to-end journey of an inclusive and accessible service, and complex systems.

• Ensure all services are consciously designed based on understanding the needs of the people who will use them.

• Deliver service design workshops, user research, customer journey mapping and prototyping to understand user need around a new and re-designed service.

• Research and analyse data and business processes to be able to produce a service design with an understanding of the challenges or the 'as-is’.

• Engage with tenants and colleagues to provide designs that will steer the build of digital solutions to a successful delivery.

• Mentor and develop the Change team in Service Design

• Define, sell, implement, and embed a Service Design approach

Please see the full list of responsibilities on the Role Profile attached.

Their ideal candidate will meet the below criteria:

Essential

• Experience in mentoring and developing other Service Designers

• Ability to lead a group of users to engage meaningfully in service design and drive forward the delivery of a design solution to take the team on a journey from start to end.

• Ability to be part of a multidisciplinary project team (i.e., with product owners, project managers, technical resources) to design services that work for people.

• Participate in design and / or research sprints and facilitate them as part of an Agile team;

• Create service design documentation, communication, and prototypes utilising online tools (Axure, Miro, Mural, Balsamiq etc)

• Effectively communicate design ideas using a variety of techniques, including service models, user journeys, system maps, service blueprints and/or infographics (as per tools above)

• Able to elicit desired outcomes from end users through workshop facilitation and user research.

• Experience in teams that deliver solutions using either Hybrid/Waterfall or Agile methods of project delivery. Desirable

• Service design experience designing end to end solutions.

• Experience selling service design into an organisation

Desirable

• Experience and awareness of social housing and the challenges facing tenants and social housing organisations

• Relevant qualifications/accreditations e.g. SDN, IDEOU

Please see the full list of skill criteria on the Role Profile attached.

The Company

They are a housing association based in Norfolk providing quality homes and services to people across the county and in Suffolk.

They manage over 6,000 homes including affordable homes for those in housing need who cannot afford to rent or buy in the open market.

They offer specialist homes for older and vulnerable adults and are committed to providing new homes to help solve the housing crisis.

They have a huge commitment to their employees. They want the team to be happy, empowered, motivated and feel proud to be part of the community. They know by having great people they can do a great job for their tenants. They trust their staff to do the right thing and they are looking for people whose values are aligned with theirs (PACE - Professional, Accountable, Collaborative and Evolving).

You will have the freedom to learn and grow. They are passionate about investing in their people, providing them with the skills they need now, and for their future aspirations. They do this by offering a blend of learning opportunities, including their innovative e-learning platform where learning is self-directed allowing people to learn what they want, when they want to.

As an inclusive employer, they are committed to the equal treatment of all current and prospective employees and have a zero tolerance policy relating to discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

They aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join the Community.